Core process framework for integrating disparate applications

ABSTRACT

A system, method and the like for seamlessly integrating disparate applications, such as channel applications and off-the-shelf business process management services/applications through use of a core process framework that provides a vendor/third-party entity-agnostic approach to application integration. The core process framework provides various fundamental processes that are shared amongst applications that are in communication with the framework. The core process framework leverages a headless business process management and middleware integration patterns that serve to create an open architecture with reduced dependency on the third-party entity/vendor providing the business process management service. In this regard, the core process framework of the present invention provides a service platform that clients (i.e., channel applications) can make service requests/calls to, via an integration gateway or the like, to perform multiple different generic business process management engine-related operations.

CROSS-REFERENCE TO RELATED APPLICATION

This application is a continuation of and claims priority from allowed,co-pending U.S. patent application Ser. No. 16/011,364, filed on Jun.18, 2018 and entitled “Core Process Framework for Integrating DisparateApplications”.

FIELD OF THE INVENTION

The present invention is generally directed to computer data processingand, more specifically, seamlessly integrating disparate applications,such as channel applications and off-the-shelf process managementapplications through use of a core process framework that provides aprocess management type-agnostic and third-party entity-agnosticapproach to application integration.

BACKGROUND

Enterprises use various channel applications associated with the variouschannel platforms that are used for internal and external communication.Many of these channel applications are required to interface withprocess management services, commonly referred to as Business ProcessManagement (BPM) services as a means of conducting events/processingdata associated with the channel applications.

In many instances, when a channel application makes a service call to aBPM service, the some of the operations performed by the BPM service aregeneric operations that would be required of any BPM service regardlessof the type of BPM service or the third-party entity/vendor providingthe BPM service.

Furthermore, in many instances that channel applications may beincompatible with process management services in terms of ApplicationProgramming Interfaces (APIs), message language, message format and thelike. While channel applications may be configured to be compatible withspecific off-the-shelf process management services, such configurationis problematic in the event that the channel application requiresfurther services or the enterprise desires to use a different type orprovider (i.e., vendor, third-party entity) for the off-the-shelfprocess management service. In such instances, the enterprise istypically required to revise or implement a new channel application toaccommodate the new type and/or new provider of the process managementservice.

Therefore, a need exists to develop an intermediary framework thatseamlessly integrates disparate applications, such as channelapplications and off-the shelf process management applications andprovides for abstraction of common BPM functions. The desired systems,methods and the like should provide for standard implementation acrossall applications regardless of the type of application/service and theprovider (i.e., BPM type-agnostic and/or thirdparty-entity/vendor-agnostic). In this regard, the desired systems,methods and the like should provide generic operations associated withfunctions, such as authentication/authorization, entitlement and thelike. Moreover, the desired systems, methods and the like should providefor changes/upgrades/enhancements in the Application ProgrammingInterfaces (APIs) of the process management services to be transparentto the channel applications. In addition, the desired systems, methodsand the like should provide visibility to request processing flows,traceability via logging of every action taken, standardization of errorhandling and the like.

BRIEF SUMMARY

The following presents a summary of certain embodiments of theinvention. This summary is not intended to identify key or criticalelements of all embodiments nor delineate the scope of any or allembodiments. Its sole purpose is to present certain concepts andelements of one or more embodiments in a summary form as a prelude tothe more detailed description that follows.

Embodiments of the present invention address the above needs and/orachieve other advantages by providing systems, methods, computer programproduct and/or the like for seamlessly integrating disparateapplications, such as channel applications and off-the-shelf businessprocess management (BPM) services/applications through use of a coreprocess framework that provides a process management type-agnostic andvendor/third-party entity-agnostic approach to application integration.The core process framework of the present invention implements aheadless BPM and middleware integration patterns that serve to create anopen architecture with reduced dependency on the third-partyentity/vendor providing the BPM service. In this regard, the coreprocess framework of the present invention provides a service platformthat clients (i.e., channel applications) can make servicerequests/calls to, via an integration gateway or the like, to performmultiple different generic BPM engine-related operations.

In specific embodiments of the invention, the core process frameworkincludes a translation engine that is configured to translate messageassociated with core process engine APIs into a programming languagethat is compatible with an associated BPM service. Additional BP-enginerelated operations include, but are not limited to, (i) security in theform of authentication/authorization using framework integrationpatterns integrated with entitlement systems to define BPM roles anduser accessibility, (ii) embedded shared services includinginstrumentation as a service, auditing function and the like, (iii) datarouting, (iv) visibility to request data processing workflows andlogging functions to provide traceability of every action taken by theframework, (v) process error reporting and related alert/notificationcommunication, (vi) process queue management and the like.

A system for integrating channel applications with business processmanagement (BPM) services defines first embodiments of the invention.The system includes a first computing platform disposed within adistributed communication network and including a first memory and atleast one first processor in communication with the first memory. Aplurality of channel applications are stored in the first memory,executable by the first processor, and include a plurality ofApplication Programming Interfaces (APIs), the channel applications areconfigured to make service calls to one of a plurality of businessprocess management (BPM) services. The system additionally includes asecond computing platform disposed within the distributed communicationnetwork and including a second memory and at least one second processorin communication with the second memory. A core process framework isstored in the second memory, executable by the second processor and incommunication with a core process engine that implements a businessprocess management engine API, wherein the core process framework isconfigured to intercept the service calls from the channel applicationsand implement the BMP engine API to perform at least one generic BPMengine-related operations prior to forwarding the service call to anassociated BPM service.

In specific embodiments of the system, the plurality of BPM services areprovided by a corresponding one of a plurality of third-partyentities/vendors and the core process framework is further configured toperform the BPM-engine related operations in a third-partyentity-agnostic manner (i.e., the operations can be performed regardlessof which third-party entity provides the platform for the BPM).

In other specific embodiments of the system, the core process frameworkis configured to implement the BMP engine API to translate the servicecall from a channel application computing language to a computinglanguage that is compatible with the associated BPM service. In suchembodiments of the system, the translation may be to a computinglanguage that is compatible with a user interface (UI) of the associatedBPM service.

In other specific embodiments of the system the core process frameworkimplements a plurality of middleware integration patterns to perform BPMengine-related operations (e.g., authentication and authorization) forthe associated BPM service. In other specific embodiments of the system,the core process framework implements headless business processmanagement (BPM) to execute process flows absent a Graphical UserInterface (GUI).

In still further specific embodiments of the invention, the plurality ofBPM services include at least one of (i) a case management serviceconfigured to manage incidents within an enterprise that are relegatedto case status, (ii) a process analytics service configured to provideanalytical data associated with enterprise processes, (iii) a mobileservice configured to provide data in a mobile format for presentationon mobile platforms, and (iv) a social media service configured tocommunicate with social media listeners to receive enterprise-specificsocial media content and provide analytical data associated with thesocial media content.

In other specific embodiments of the system the core process frameworkis configured to implement the BMP engine API to perform at least one ofuser entitlement, service call queue management and service callrouting.

In other specific embodiments of the system, the core process frameworkis configured to provide for standardized error processing and, inresponse to incurring an error, alert notification. In still furtherspecific embodiments of the system the core process framework isconfigured to record in a log each action associated with the genericBPM engine-related operations and provide access user access to the log.

A computer-implemented method for integrating channel applications withbusiness process management (BPM) services defines second embodiments ofthe invention. The method is executed by a computing device processorand includes transmitting, from a channel application, a service call toone of a plurality of BPM services and intercepting, at a core processframework, the service call prior to the BPM service receiving theservice call. The method further includes implementing, at the coreprocess framework, a BMP engine API to perform at least one generic BPMengine-related operation associated with the service call, andforwarding, by the core process framework, the service call to the BPMservice.

In specific embodiments of the computer-implemented method, theplurality of BPM services are provided by a corresponding one of aplurality of third-party entities and implementing further includesimplementing the BMP engine API to perform the at least one genericBPM-engine related operation in a third-party entity-agnostic manner.

In other specific embodiments of the computer-implemented method,implementing further includes implementing, at the core processframework, the BMP engine API to translate the service call from achannel application computing language to a computing language that iscompatible with the associated BPM service and/or a user interface (UI)of the associated BPM service.

In still further specific embodiments of the computer-implementedmethod, implementing further includes implementing a plurality ofmiddleware integration patterns to perform BPM engine-related operations(e.g., authentication and authorization) for the associated BPM service.In other specific embodiments of the computer-implemented method,implementing further comprises implementing, at the core processframework, the BMP engine API to perform at least one of userentitlement, service call queue management and service call routing.

A computer program product including a non-transitory computer-readablemedium defines third embodiments of the invention. The computer-readablemedium includes a first set of codes for causing a computer to transmit,from a channel application, a service call to one of a plurality of BPMservices and a second set of codes for causing a computer to intercept,at a core process framework, the service call prior to the BPM servicereceiving the service call. The computer-readable medium additionallyincludes a third set of codes for causing a computer to implement, atthe core process framework, a BMP engine API to perform at least onegeneric BPM engine-related operation associated with the service call,and a fourth set of codes for causing a computer to forward, by the coreprocess framework, the service call to the BPM service.

In specific embodiments of the computer program product, the third setof codes is further configured to cause the computer to implement, atthe core process framework, a BMP engine API to perform at least onegeneric BPM engine-related operation, wherein the BPM engine-relatedoperation includes at least one of (i) translating the service call froma channel application computing language to a computing language that iscompatible with the associated BPM service, (ii) authentication andauthorization, (iii) user entitlement, (iv) service call queuemanagement and (v) service call routing.

Thus, according to embodiments of the invention, which will be discussedin greater detail below, the present invention provides for seamlesslyintegrating disparate applications, such as channel applications andoff-the-shelf business process management (BPM) services/applicationsthrough use of a core process framework that provides avendor/third-party entity-agnostic approach to application integration.The core process framework of the present invention provides for variousbasic or otherwise “core” processes that are shared amongst applicationsthat are in communication with the framework. Fundamental to the coreprocess framework is the implementation of a headless BPM and middlewareintegration patterns that serve to create an open architecture withreduced dependency on the third-party entity/vendor providing the BPMservice. In this regard, the core process framework of the presentinvention provides a service platform that clients (i.e., channelapplications) can make service requests/calls to, via an integrationgateway or the like, to perform multiple different generic BPMengine-related operations.

The features, functions, and advantages that have been discussed may beachieved independently in various embodiments of the present inventionor may be combined with yet other embodiments, further details of whichcan be seen with reference to the following description and drawings.

BRIEF DESCRIPTION OF THE DRAWINGS

Having thus described embodiments of the invention in general terms,reference will now be made the accompanying drawings, wherein:

FIG. 1 provides a block diagram of a system of integrating disparateapplication through use a core process framework, in accordance withembodiments of the present invention;

FIG. 2 provides a flow diagram of a method for integrating channelapplications with business process management services, in accordancewith embodiments of the present invention;

FIG. 3 provides a schematic diagram of a system for structuringcomputer-mediated communication data, determining case/event-type foroperations management and generating an applicable case-type specificworkflow, in accordance with embodiments of the invention;

FIGS. 4 and 5 provide block diagrams of a computer platform forstructuring computer-mediated communication data, determiningcase/event-type for operations management and generating an applicablecase-type specific workflow, in accordance with embodiments of theinvention;

FIG. 6 provides a flow diagram of a method for structuringcomputer-mediated communication data, determining case/event-type foroperations management and generating an applicable case-type specificworkflow, in accordance with embodiments of the invention;

FIG. 7 provides a block diagram of a system for structuringcomputer-mediated communication data, determining case/event-type foroperations management and generating an applicable case-type specificworkflow; and

FIGS. 8-12 provide schematic diagrams of specific patterns for aligningcomputer-mediated communication with operations management, inaccordance with embodiments of the invention.

DETAILED DESCRIPTION OF EMBODIMENTS OF THE INVENTION

Embodiments of the present invention will now be described more fullyhereinafter with reference to the accompanying drawings, in which some,but not all, embodiments of the invention are shown. Indeed, theinvention may be embodied in many different forms and should not beconstrued as limited to the embodiments set forth herein; rather, theseembodiments are provided so that this disclosure will satisfy applicablelegal requirements. Like numbers refer to like elements throughout.

As will be appreciated by one of skill in the art in view of thisdisclosure, the present invention may be embodied as an apparatus (e.g.,a system, computer program product, and/or other device), a method, or acombination of the foregoing. Accordingly, embodiments of the presentinvention may take the form of an entirely hardware embodiment, anentirely software embodiment (including firmware, resident software,micro-code, etc.), or an embodiment combining software and hardwareaspects that may generally be referred to herein as a “system.”Furthermore, embodiments of the present invention may take the form of acomputer program product comprising a computer-usable storage mediumhaving computer-usable program code/computer-readable instructionsembodied in the medium.

Any suitable computer-usable or computer-readable medium may beutilized. The computer usable or computer-readable medium may be, forexample but not limited to, an electronic, magnetic, optical,electromagnetic, infrared, or semiconductor system, apparatus, ordevice. More specific examples (e.g., a non-exhaustive list) of thecomputer-readable medium would include the following: an electricalconnection having one or more wires; a tangible medium such as aportable computer diskette, a hard disk, a time-dependent access memory(RAM), a read-only memory (ROM), an erasable programmable read-onlymemory (EPROM or Flash memory), a compact disc read-only memory(CD-ROM), or other tangible optical or magnetic storage device.

Computer program code/computer-readable instructions for carrying outoperations of embodiments of the present invention may be written in anobject oriented, scripted or unscripted programming language such asJAVA, PERL, SMALLTALK, C++ or the like. However, the computer programcode/computer-readable instructions for carrying out operations of theinvention may also be written in conventional procedural programminglanguages, such as the “C” programming language or similar programminglanguages.

Embodiments of the present invention are described below with referenceto flowchart illustrations and/or block diagrams of methods orapparatuses (the term “apparatus” including systems and computer programproducts). It will be understood that each block of the flowchartillustrations and/or block diagrams, and combinations of blocks in theflowchart illustrations and/or block diagrams, can be implemented bycomputer program instructions. These computer program instructions maybe provided to a processor of a general purpose computer, specialpurpose computer, or other programmable data processing apparatus toproduce a particular machine, such that the instructions, which executeby the processor of the computer or other programmable data processingapparatus, create mechanisms for implementing the functions/actsspecified in the flowchart and/or block diagram block or blocks.

These computer program instructions may also be stored in acomputer-readable memory that can direct a computer or otherprogrammable data processing apparatus to function in a particularmanner, such that the instructions stored in the computer-readablememory produce an article of manufacture including instructions, whichimplement the function/act specified in the flowchart and/or blockdiagram block or blocks.

The computer program instructions may also be loaded onto a computer orother programmable data processing apparatus to cause a series ofoperational events to be performed on the computer or other programmableapparatus to produce a computer implemented process such that theinstructions, which execute on the computer or other programmableapparatus, provide events for implementing the functions/acts specifiedin the flowchart and/or block diagram block or blocks. Alternatively,computer program implemented events or acts may be combined withoperator or human implemented events or acts in order to carry out anembodiment of the invention.

As the phrase is used herein, a processor may be “configured to” performa certain function in a variety of ways, including, for example, byhaving one or more general-purpose circuits perform the function byexecuting particular computer-executable program code embodied incomputer-readable medium, and/or by having one or moreapplication-specific circuits perform the function.

Thus, according to embodiments of the invention, which will be describedin more detail below, computer-mediated communication data, such associal media data is transformed from unstructured to structured dataand, in response to such a transformation, relevant operationsmanagement case/event type(s) is determined and an applicable casetype-specific workflow is generated for the case based on the structureddata.

In specific embodiments of the invention, the transformation of the datafrom unstructured to structured occurs by parsing the unstructured datafor keywords and identifying tasks, feedback, activities, queries or thelike associated with the keywords, collectively referred to herein as anunstructured data case workflow. In response to identifying the workflowrelated to the unstructured data, task data is communicated back to thecomputer-mediated communication channels, typically via the relatedlisteners and structured data responses are received.

In additional specific embodiments of the invention, data originating atvarious different computer-mediated communication channels is translatedto a format that is operations management tool-agnostic (i.e., any ofvarious different operations management engines, e.g., BPM engines). Inaddition, the present invention provides translating data originating atthe various different operations management engines into a format thatis computer-mediated communication channel-agnostic and/orlistener-agnostic, such that, any different listener and/or channel canprocess the data originating at the various different operationsmanagement engines.

Moreover, embodiments of the present invention provide for determiningone or more case/event types that are applicable to thecomputer-mediated communication data and generating one or morecase-type specific structured workflows based on the transformedstructured data.

Additionally, the present invention provides for systems, methods andthe like for publishing data, such as summary data and campaign data tocomputer-mediated communication channels, such as social media channelsand, in response to such publications, receiving feedback from thecomputer-mediated communication channels.

Referring to FIG. 1 a block diagram of a system 2 for seamlesslyintegrating channel applications 12 with business process managementservices 62 through the use of a core process framework 20. The system 2is implemented in a distributed computing network 4, such as theInternet, one or more intranets or the like. The system includes a firstcomputing platform 6 that is disposed in the distributed computingnetwork 4 and includes a memory 8 and at least one processor 10 incommunication with the memory 8. The first computing platform 6 maycomprise a plurality of computing devices/apparatus, such as, but notlimited to, multiple servers or the like capable of executing channelapplications 12. As such, memory 8 and processors 10 may includemultiple memory devices/units and processors configured throughoutmultiple different devices/apparatus. Channel applications 12 are storedin memory 8 and executable via processor 10. Channel applications may beany application associated with a communication channel of an enterprisethat is configured, through the implementation of ApplicationProgramming Interfaces (APIs), to generate and initiate communication ofservice calls (as denoted by the arrows in FIG. 1) to Business ProcessManagement (BPM) Services 62. The service calls are requests to the BPMservices to perform an operation/workflow/service that is associatedwith the channel application 12.

The system 2 additionally includes a second computing platform 14 thatis disposed in the distributed computing network 4 and includes a memory16 and at least one processor 18 in communication with the memory 16.The second platform 14 may comprise a plurality of computingdevices/apparatus, such as, but not limited to, an integration gatewayor the like capable of executing core process framework 20, headless BPM52 and core processing engine 54. As such, memory 16 and processors 18may include multiple memory devices/units and processors configuredthroughout multiple different devices/apparatus. In addition, in someembodiments of the invention, the second computing platform 14 mayoverlap at least a portion of the first computing platform 6, in that,apparatus/devices that store and/or execute channel applications 12 mayalso store and/or execute at least a portion of the core processframework 20, headless BPM 52 and/or core process engine 54.

The core process framework 20, core process engine(s) 54 and headlessBPM may comprise a Representational State Transfer (REST)-based servicethat is maintainable and scalable. In this regard, the core processframework 20 of the present invention is BPM service-agnostic (i.e.,able to support any existing and future BPM services) and third-partyentity/vendor-agnostic (i.e., able to support any existing (e.g., PEGA®,APPIAN®, ARTS® or the like) or future provider of BPM servicesregardless of computing platform/OS or the like)

The core process framework 20 is stored in the second memory, executableby the processor 18 and in communication with core processing engine(s)54, such that the core process framework receives the service calls fromthe channel applications 12 while on route to the BPM services (i.e.,intercepts the service calls, such through implementation if anintegration gateway (not shown in FIG. 1) or the like disposed at thefront-end of the BPM service 62). The core process engine 54 implementsa BPM engine API 56 to perform at least one generic BPM engine-relatedoperation 34 prior to forwarding the service call to the BPM serviceassociated with the service call. In addition, the core process engine54 may include one or more third-party entity engines 60-1, 60-2, suchas a PEGA® engine, APPIAN® engine, ARTS® engine or the like configuredto perform BPM service-specific operations.

In specific embodiments of the invention, the core process framework 20implements the core process engine(s) 54 to execute one or moretranslation algorithms 50 to translate the service call from a channelapplication computing language to a computing language that iscompatible with the associated BPM service and, in specific embodimentsof the system, compatible with a user interface of the BPM serviceconfigured to display information associated with the service call.

In specific embodiments of the invention, the core process framework 20relies on a plurality of middleware integration patterns 58 to performBPM engine-related operations for the associated BPM service. Forexample, the middleware integration patterns 58 may be implemented toperform authentication/authorization 43. In additional specificembodiments, the core process framework implements headless businessprocess management (BPM) 52 to execute process flows absent a GraphicalUser Interface (GUI). Use of a headless BPM 52 and middlewareintegration patterns provide for an open framework/architecture thatprovides high performance and limited dependency on the third-partyentity/vendor that provides the BPM service.

The plurality of BPM services include, but are not limited to, (i) acase management service configured to manage incidents within anenterprise that are relegated to case status, (ii) a process analyticsservice configured to provide analytical data associated with enterpriseprocesses, (iii) a mobile service configured to provide data in a mobileformat for presentation on mobile platforms, and (iv) a social mediaservice configured to communicate with social media listeners to receiveenterprise-specific social media content and provide analytical dataassociated with the social media content. As such the core processframework 20 may include related BPM service APIs 22, such as sociallistener API 24, data analytics engine integration API 26, casemanagement API 30 and mobile API 32. In addition, core process framework20 may include other associated APIs, such as business data API 32,reporting servicing API 33 and the like.

In other specific embodiments of the system, the BPM-engine-relatedoperations 34 include at least one of user entitlement 44, service callqueue management 46 and service call routing 36, security 40 and thelike. In other specific embodiments of the system, the core processframework 20 is configured to provide for standardized error processingand, in response to incurring an error, alert notification 42. In otherembodiments of the system, the core process framework is configured tolog 38 each action associated with the generic BPM engine-relatedoperations and provide auditing 48 functionality through access to thelog.

Referring to FIG. 2, a flow diagram is provided of a method 70 forintegrating channel applications with BPM services through the use of acore processing framework/engine(s) that perform generic BPMengine-related operations for services calls made by the channelapplication to the BPM service, in accordance with embodiment of thepresent invention. At Event 72, a channel application transmits aservice call to one of a plurality of BPM services. As previouslydiscussed, the channel application may be any application associatedwith a communication channel that is configured to make servicecalls/requests to one or more BPM services. The BPM services mayinclude, but are not limited to, (i) a case management serviceconfigured to manage incidents within an enterprise that are relegatedto case status, (ii) a process analytics service configured to provideanalytical data associated with enterprise processes, (iii) a mobileservice configured to provide data in a mobile format for presentationon mobile platforms, and (iv) a social media service configured tocommunicate with social media listeners to receive enterprise-specificsocial media content and provide analytical data associated with thesocial media content. The BPM services may be provided through avendor-specific BPM platform, such as PEGA®, APPIAN®, ARIS® or the like.

At Event 74, the service call is intercepted, by an integration gatewayor the like executing a core process framework/engine(s), prior to theBPM service receiving the service call, and at Event 76, a BMP engineAPI is implemented to perform at least one generic BPM engine-relatedoperation associated with the service call. As previously discussed, thegeneric BPM engine-related operation may include, but is not limited to,user entitlement, service call queue management, service call routing,security and the like. In addition, the core-processingframework/engine(s) may translate the service call from a channelapplication computing language to a computing language that iscompatible with the associated BPM service and/or a UI associated withthe BPM service.

Moreover, the core process framework/engines implement a plurality ofmiddleware integration patterns to perform BPM engine-related operationsfor the associated BPM service, such as authentication and authorizationor the like. In other related embodiments of the method, the coreprocess framework/engine(s) may perform logging functions of alloperations performed and provide for auditing functions based on accessto the logs. In other specific embodiments of the method, the coreprocessing framework/engine(s) may provide for standardized errorreporting/alerting of errors occurring in operations performed by thecore processing framework/engine(s).

At Event 78, in response to completion of the core processing, theservice call is forwarded to the BPM service for workflow as dictated bythe service call.

FIGS. 8-12 highlight specific embodiments of the invention, in which thecore process framework is implemented in conjunction with a social BPMas a means of determining operation management case/event types andgenerating case-type specific workflows based on structuring datagenerated at social media entities.

Referring to FIG. 3 a schematic diagram is shown of a system 100 forstructuring computer-mediated communication data, determining operationmanagement case/event types and generating case type-specificworkflow(s) based on the structured data, in accordance with embodimentsof the present invention. The system 100 is operated within adistributed computing network that may include the Internet 102 and/orone or more intranet 110, cellular networks or the like. The systemincludes a plurality of web-based servers 104 that hostcomputer-mediated communication channels, such as social media websites(e.g., FACEBOOK®, TWITTER®, INSTAGRAM®, PINTEREST®, TUMBLR®, LINKEDIN®and the like) or the like. The computer-mediated communication channelweb-based servers 104 are in network communication (i.e., Internet 102)with one or more web-based servers 106 that host computer-mediatedcommunication listener engines/tools that are configured to “listen” tothe various different computer-mediated communication channels and minedata relevant to entities that subscribe to the listener. In thisregard, the listener is configured to discern which computer-mediatedcommunications, i.e., social media posts are relevant or otherwise ofinterest to an entity, such as a business or the like based onpredefined parameters (e.g., search criteria) provided to by the entity.

The computer mediated communication listener web-based server(s) 106 isin network communication (i.e., Internet 102) with server 108 associatedwith an entity, such as business entity implementing the hereindisclosed invention. One of ordinary skill in the art will recognizethat requisite firewalls and gateway devices may be disposed between thecomputer mediated communication listener web-based server(s) 106 andserver 108. Server 108 includes computing platform 100 having a memory102 and at least one processor/processing device 104 in communicationwith the memory 102. The memory 102 stores translation engine 110,otherwise referred to herein as core process framework, which isexecutable by the processor 104 and configured to receive, from thecomputer-mediated communication listener web-based server(s) 106,unstructured data 120, in the form of a raw data feed of thecomputer-mediated communication data (e.g., the social media posts andrelated metadata) and, implementing an Applications ProgrammingInterface (API) to translate the unstructured data 120 into a genericformat 112 that is operations management engine-agnostic (i.e., capableof being processed by any operations management engine, e.g., BusinessProcess Management (BPM) engines). In large entities, numerous disparateBPM engines may implement to manage operations/processes and each BPMengine may require data in a specific format for processing purposes.Similarly, as will be discussed infra., the translation engine 110additionally provides for translating data received from the operationsmanagement engines into a generic format that is computer-mediatedcommunication listener-agnostic (capable of being processed by anycomputer-mediated communication listener).

Server 108 is in network communication (i.e., intranet 110) with one ormore servers 114, which additionally includes computing platform 100having a memory 202 and at least one processor/processing device 204 incommunication with the memory 202. The memory 202 stores operationsmanagement engine 230 that is executable by processor 204. It should benoted that in other embodiments of system 100 and other embodiments ofthe invention, the translation engine 210 stored in server 108 and theoperations management engine(s) 230 stored in server(s) 114 may bestored and executed in more than two servers or applicable computingdevices or in one single server or any other applicable computingdevice. Operations management engine 230, otherwise referred to hereinas Business Process Management (BPM) engine, is configured to receivethe unstructured data 220 in the generic format 212 and translate theunstructured data 220 from the generic format 212 to an operationsmanagement engine-specific format 214.

Additionally, operations management engine(s) 230 is configured toinitiate transformation 240 of the unstructured data 220 into structureddata 250. As will be discussed in more detail infra., in specificembodiments of the invention, such transformation 240 includes parsingthe unstructured data for keywords and determining an unstructured caseworkflow based on the keywords. The unstructured case workflow mayinclude identifying tasks, activities, queries, feedback and the like,communicating data related to such to the computer-mediatedcommunication channels and receiving, in response responses/feedbackthat are in requisite structured format. Additionally, operationsmanagement engine(s) 230 is configured to determine one or more casetypes 260 based on the structured data and generate a structuredcase-type specific workflow(s) 270 for the applicable cases implementingthe structured data 150.

Referring to FIGS. 4 and 5 a detailed block diagram of the computingplatform 100 is depicted, in accordance with embodiments of the presentinvention. In addition to providing more details for the system andprocess, FIGS. 4 and 5 provide various optional embodiments of thesystem. As previously discussed, the computing platform 200, which maycomprise one or more apparatus, devices or the like is configured toexecute translation engine 210 and operations management engine(s) 230(i.e., algorithms, such as applications, modules, routines, and thelike. Computing platform 200 includes memory 202, which stores theengines 210 and 230 thereon. The memory 202 may comprise volatile andnon-volatile memory, such as read-only and/or random-access memory (RAMand ROM), EPROM, EEPROM, flash cards, or any memory common to computerplatforms). Moreover, memory 202 may comprise cloud storage, such asprovided by a cloud storage service and/or a cloud connection service.

Further, computing platform 200 also includes one or more processors204, which may be application-specific integrated circuits (“ASICs”), orother chipsets, logic circuits, or other data processing device(s).Processor 204 may execute an application programming interface (“API”)(not shown in FIGS. 4 and 5) that interfaces with any resident programs(i.e., translation engine 210 and/or operations management engine 230)stored in the memory 202 of the computing platform 200.

Processor 204 may include various processing subsystems (not shown inFIGS. 4 and 5) embodied in hardware, firmware, software, andcombinations thereof, that enable the functionality of the computingplatform 200 and the operability of the computing platform 200 on thedistributed computing network 102 and 110 (shown in FIG. 3). Forexample, processing subsystems allow for initiating and maintainingcommunications and exchanging data with other networked devices, such asweb-based servers 104 and 106 (shown in FIG. 3). For the disclosedaspects, processing subsystems of processor 204 may include anysubsystem used in conjunction with translation engine 210 and operationsmanagement engine(s) 230 and related, codes, routines, sub-routines,algorithms, sub-algorithms, modules, sub-modules thereof

Computer platform 214 may additionally include a communications module(not shown in FIG. 3) embodied in hardware, firmware, software, andcombinations thereof, that enables electronic communications between thecomputing platform 200 and other platforms, apparatus and/or devices,such as computer resources 104 and server 106 (shown in FIG. 3). Thus,communication module may include the requisite hardware, firmware,software and/or combinations thereof for establishing and maintaining anetwork communication connection.

Further, processor 204 is configured to execute translation engine 210,also referred to herein as core process framework, that is configured toreceive unstructured data 220 or structured data 250 from thecomputer-mediated communication listener and/or, in some embodiments,directly from the computer-mediated communication channels (e.g., socialmedia channels) and translate the data into a first generic format 212that is operations management engine-agnostic (i.e., capable of beingprocessed by any operations management engine that receives theunstructured data 220 or the structured data 250). Additionally,translation engine 210 is configured to receive structured data 250(task data 248 including tasks, activities, queries, feedback and thelike) from the operations management engines 230 and translate the datainto a second generic format 216 that is computer-mediated communicationlistener-agnostic (i.e., capable of being processed by anycomputer-mediated communication listener that receives the structureddata 250).

Processor 204 is further configured to execute operations managementengine(s) 230, otherwise referred to herein as Business ProcessManagement (BPM) engines. The engines are configured to receive, fromthe translation engine 210, the unstructured data 220 in the firstgeneric format 212 and translates the unstructured data 220 to anoperations management engine-specific format 230 for further processing.

In addition, operations management engine(s) 230 is configured toinitiate transformation 240 of the unstructured data 220 to structureddata 250 for the purpose of determining case type 260 and subsequentlygenerating a case-type specific workflow 270. In specific embodiments ofthe invention, the transformation 240 includes implementing parser 242that is configured to parse the unstructured data 220 for keywords 244(i.e., words or phrases). The keywords 244 are used to identify tasks246, activities, queries, feedback or the like associated with the data(i.e., a computer-mediated communication event, such as a social mediaposting or the like). In addition, in specific embodiments of theinvention, the keywords 244 in the unstructured data 220 may be used toidentify one or more initial case types 262. Identification of initialcase types 262 may be instrumental in identifying tasks 246, activities,queries, feedback or the like associated with the computer-mediatedcommunication event.

In response to identifying tasks 246, activities, queries, feedback orthe like, the operations management engine 230 is further configured toinitiate communication of task data 248 (i.e., data associated with thetasks 246, activities, queries, feedback or the like) to thecomputer-mediated communication listener 300, which in turn sends thetask data 248 to the computer-mediated communication channels 310. Inother embodiments of the invention, in which translation is notrequired, the task data 248 may be directly communicated to one or morecomputer-mediated communication channels 310.

In response to communication of the task data 248, the operationsmanagement engine 230 is configured to receive response data 249 fromthe computer-mediated channels that is in a structured format 250. Inthose embodiments in which the response data is received from thecomputer-mediated communication listeners 300 in first generic format212, the operations management engine 230 may be further configured totranslates the structured data 250 to an operations managementengine-specific format 214 for further processing. The operationsmanagement engine 230 is configured to rely on the structured data 250to determine one or more case types 260 associated with the structureddata 250. In a large entity/enterprise, various different case typesexist. Each case type signifies a different process that is required toaddress the event(s) associated with the case. For example, in afinancial institution case types may include, but are not limited to,service requests, claims requests, complaints, transaction cancellation,account opening/closing, card replacement, misappropriation and thelike. In specific embodiments of the invention, in which an initial casetype(s) 262 is determined upon receipt of the unstructured data 220, thecase type(s) that is determined upon receipt of the structured data 250is defined as the final case type(s) 264. The final case type(s) 264 maybe the same case types as the initial case type(s) or one or more of thefinal case type(s) 264 may be different from one or more of the initialcase type(s) 262.

In response to determining the case type(s) 260, case type-specificmanagement workflow(s) 270 are generated based on and/or including thestructured data 250.

Referring to FIG. 5, in other embodiments of the invention, theoperations management engine 230 may be configured to generatepublication data 280 for publication on one or more computer-mediatedcommunication channels 310. For example, in a large entity/enterprise,such as a financial institution or the like, the entity may generatesummary data 282 and/or campaign data 284 for publication on one or morecomputer-mediated communication channels. Summary data 282 may be dataassociated with an individual or a group of individuals within theentity that offer a service or the like. Such summary data 282 may bepublished on a business-oriented social networking service or the like.Campaign data 284 may be data associated with a service or product thatthe entity is promoting, for example, within a financial institutionembodiment, the campaign may to be promote new customers or the like. Inresponse to publishing such data, the operations management engine 1230is configured to receive feedback 290. Feedback data may include, but isnot limited, messages associated with the individuals or group ofindividuals connected with summary data 282, orders/applications for aproduct, service, new customer or the like.

In specific embodiments of the invention in which the publication data280 is communicated to the computer-mediated communications channels 310via a computer-mediated communication listener 200, the operationsmanagement engine 230 is configured to communicate the publication data280 to the translation engine 210 this configured to translate thepublication data 280 to a second generic format 216 that iscomputer-mediated communication listener-agnostic (i.e., capable ofbeing processed by any computer-mediated communication listener thatreceives the publication data 280). Moreover, in those embodiments ofthe invention in which the feedback data 290 is communicated to theoperations management engine 230 via a computer-mediated communicationlistener 300, the listener(s) is configured to communicate the feedbackdata 290 to the translation engine 210 this configured to translate thefeedback data 290 to a first generic format 212 that is operationsmanagement engine-agnostic (i.e., capable of being processed by anyoperations management engine that receives the feedback data 290).

Referring to FIG. 6, a flow diagram is presented of a method 600 forstructuring computer-mediated communication data, determining casetype(s) and generating case-type specific workflows, in accordance withembodiments of the present invention. At Event 610, unstructuredcomputer-mediated communication data is received from one or morecomputer-mediated communication channels. The computer-mediatedcommunication data may be a raw data feed of data associated with socialmedia posts that are relevant to an associated entity/business. Inspecific embodiments of the method, the computer-mediated communicationdata is received indirectly from the one or more computer-mediatedcommunication channels via a computer-mediated communication listener.As previously discussed, the computer-mediated communication listener isa service employed by the entity/business to identify/filtercomputer-mediated communication (e.g., social media communication)relevant to the entity/business.

At Event 620, the unstructured is translated into a first generic formatthat is operations management engine-agnostic (i.e., capable of beingprocessed by any operations management/BPM engine that receives theunstructured data) and, at Event 630, communication of the unstructureddata in the first generic format is initiated to one or more operationsmanagement engines.

At Event 640, the unstructured data in the first generic format isreceived by the one or more operations management engines and, at Event650, the unstructured data is translated from the first generic formatto an operations management-specific format.

At Event 660, transformation of the unstructured data to structured datais initiated. In specific embodiments of the method, such transformationincludes parsing the unstructured data for keywords/phrases, identifyingtasks, activities, queries, feedback and the like based on thekeywords/phrases, communicating task data (including tasks, activities,queries, feedback) to the computer-mediated communication channels(typically via the listener) and, in response to communicating the taskdata, receiving, from the channels, results data that is in structuredformat.

At Event 670, in response to receiving the structured data, one or morecase types are identified based on the responses in the structured data.As previously discussed, in a large entity/enterprise, various differentcase types exist. Each case type signifies a different process that isrequired to address the event(s) associated with the case. At Event 680,one or more case type-specific workflows are generated and initiatedusing the structured data.

Referring to FIG. 7 a schematic diagram is presented of a system forstructuring computer-mediated communication data, determining casetype(s) for the structured data and generating case type-specificworkflows, in accordance with embodiments of the present invention. Thesystem includes computer-mediated communication channels 310, e.g.,social media websites and the like. Each of computer-mediatedcommunication channels 30-1-310-N is configured to generatecomputer-mediated communication (e.g., social media postings and thelike). The unstructured computer-mediated communication data 320 iscommunicated indirectly to an entity of interest (i.e., a business orother entity to which the computer-mediated communication data isrelevant) via a computer-mediated communication listener 300, e.g., asocial media listener service that is responsible for “listening” tovarious different social media channels are identifying/“mine” thosecommunications (e.g., posting events, messages and the like) which arerelevant to the entity based on the entity's predetermined relevancycriteria.

In turn the computer-mediated communication listener 300 communicatesthe unstructured data feed containing the entity-relevant communicationdata to a translation engine 110, otherwise referred to herein an coreprocess framework, that is configured to translate the unstructured datato a generic format that is operations management engine-agnostic.Subsequently, the translation engine 210 communicates the unstructureddata 220 to the operations management/BPM 230 engine. The operationsmanagement engine 230 is configured to translate the generic format toan operations management-specific format and initiate transformation ofthe unstructured data 220 to structured data 250. In this regard, theoperations management engine 230 is configured to generate a dynamicunstructured case management workflow 320. The workflow 320 is generatedby parsing the unstructured data 220 to identify keywords/phrases andusing the keywords/phrases to identify tasks, activities, queries,feedback and the like associated with the keywords/phrases.

In response to such identification, the task/activity/query/feedbackdata 248 is communicated back to the computer-mediated communicationchannels 310. In the illustrated embodiments of FIG. 6, the task data248 is communicated to the translation engine 210 where it is translatedinto a generic format that is computer-mediated communicationlistener-agnostic. In turn, the translation engine 210 communicates thetask data 248 to the computer-mediated communication listener 300, whichtranslates the task data 248 from the generic format to alistener-specific format. The computer-mediated communication listener300 is configured to communicate the task data 248 to the applicablecomputer-mediated communication channels 2310. It should be noted thatthe computer-mediated communication channel 310 that generated theinitial computer-mediated communication data/event may be the samechannel or a different channel to which the task data 248 iscommunicated.

In response to receiving the task data 248 that includes tasks, actions,queries and the like, the computer-mediated communication channel(s) 310is directed to perform the associated tasks, actions, queries and thelike, which may entail accessing requisite databases to retrievedinformation or contacting a user that generated the initialcomputer-mediated communication (e.g., social media posting) to obtainfurther information. The user may be contacted using thecomputer-mediated communication channel 310 (i.e., social mediapostings), via an associated messenger service or via a user-specifiedcommunication channel (e.g., text/SMS, voice or the like).

As a result of communicating the task data 248 to the computer-mediatedcommunications channels 310 and obtaining information, response data iscommunicated back to the operations management engine 230 as structureddata 250. In specific embodiments of the invention, the structuredresponse data 150 is communicated indirectly via the computer-mediatedcommunication listener 300. In turn the computer-mediated communicationlistener 200 communicates the structured data to the translation engine210 that is configured to translate the structured data to a genericformat that is operations management engine-agnostic. Subsequently, thetranslation engine 210 communicates the structured data 250 to theoperations management/BPM 230 engine. The operations management engine230 is configured to translate the generic format to an operationsmanagement-specific format.

In response to receiving the response data in structured format, theoperations management engine 230 determines one or more case types330-A-330-Z associated with the structured data and generates astructured case type-specific management workflow 270 for the structureddata. In addition, the operations management workflow provides forend-to-end case lifecycle visibility 340 to the one or morecomputer-mediated communication channels 310, in which feedback may beprovided to the channels at any point in the lifecycle of the assignedcase.

Referring to FIGS. 8-12, shown are schematic diagrams of specificpatterns for aligning computer-mediated communication with operationsmanagement processing, in accordance with embodiments of the presentinvention. The patterns herein shown and described are drawn to threedifferent types of computer-mediated communication (e.g., social mediacontent):

(1) Created content is content that is generated by an entity (e.g.,business or the like) and published to computer-mediated channels (e.g.,social media websites). In response to publishing the content, thecomputer-mediated channels provide structured feedback to the entityresulting in round-trip actions and structured case managementworkflows.

(2) Earned Content is content generated/posted on the computer-mediatedcommunication channels by users (e.g., social media posters) that ismonitored or crowd-sources. The data that is collected and communicatedto the entity of interest is unstructured data that results in a dynamicunstructured case management workflow. Round Trip actions and furtherinformation provided from the users results in structured data beingcommunicated to the entity of interest.

(3) Targeted Content is content directly targeted to a user of thecomputer-mediated communication channel, e.g., communicating messages tothe user via a channel-associated messaging service or the like andreceiving responses from the users, resulting in end-to-end structuredcase management workflows.

Referring to FIG. 8 a schematic diagram is shown of a use pattern forearned content in which a user generates/posts information relevant tothe entity such as a compliant about the entity or a request forservice, in accordance with embodiments of the present invention. In thecomplaint pattern, the complaint poses reputational risk to the entityand may create negative news about the entity. Therefore, the entity hasa need to identify such events/postings and implement requisitecorrective actions. In the service request pattern, the user posts aneed for a service that the entity provides (with or without identifyingthe entity), as such a need exists to identify such events/posting andimplement a process to streamline and classify these adhoc unstructuredservice requests. The user 112 posts an event to the computer-mediatedcommunication channel 310. The event may be a compliant related to theentity or a generic request for a service provided by the entity.

The computer-mediated communication listener 300 is in communicationwith the various different web-based servers 104 associated with thechannels 310 and listens for and collects/mines data associated with theevents (i.e., user postings). Once data related to the event is mined bythe computer-related communication listener 300, web-based server 106posts a data feed of the events which is received by the translationengine 210 of server 108. As previously discussed, the translationengine provides an API to integrate any operations management engine 230irrespective of its language/configurations to the computer-mediatedcommunication listener 300. The translation engine provides the furtherbenefit of isolating the operations management engine(s) 230 from thecomputer-mediated communication listeners, thus providing addedsecurity. Once the unstructured data has been translated to a genericformat, the translated data feed of the unstructured data iscommunicated by server 108 to server 110, which executes the operationsmanagement engine 130.

The operations management engine 230 is configured to convert/transformthe unstructured data to structured data. Specifically, through parsingthe unstructured data to identify keywords and the like, the operationsmanagement engine 230 is configured to identify tasks including actions,queries, feedback or the like for the computer-mediated communicationchannels. Task data is communicated to the user/poster via thecomputer-mediated communication channels and, in response to theuser/poster replying to the tasks, task response data, in a structuredformat is communicated back to the operations management engine 130. Inturn, the operations management engine is configured to identify one ormore case types based on structured data available and applicablebusiness rules and create a case type-specific structured workflow whichis subsequently processed (i.e., issue resolution and/or providingrequisite service). In addition, the operations management engine 230provides for end-to-end case lifecycle visibility, via thecomputer-mediated communication channels, to the user/poster as it isbeing processed/resolved.

Referring to FIG. 9 a schematic diagram is shown of a use pattern forearned content in which a user generates/posts information aboutmisappropriation occurring at the entity or otherwise affecting theentity. Therefore, there is a need by the entity to identify suchevents/postings and implement an operations management workflow thataddresses the misappropriation.

The user 112 posts an event to the computer-mediated communicationchannel 310. The event may be associated with a misappropriation thatthey are aware of that has occurred at the entity, a related entity ormay otherwise affect the entity. The computer-mediated communicationlistener 300 is in communication with the various different web-basedservers 104 associated with the channels 310 and listens for andcollects/mines data associated with the events (i.e., user postings).Once data related to the event is mined by the computer-relatedcommunication listener 300, web-based server 106 posts a data feed ofthe events which is received by the translation engine 210 of server 50.As previously discussed, the translation engine provides an API tointegrate any operations management engine 230 irrespective of itslanguage/configurations to the computer-mediated communication listener300. The translation engine provides the further benefit of isolatingthe operations management engine(s) 230 from the computer-mediatedcommunication listeners, thus providing added security. Once theunstructured data has been translated to a generic format, thetranslated data feed of the unstructured data is communicated by server108 to server 110, which executes the operations management engine 230.

In specific embodiments of the invention such as shown in FIG. 8, theoperations management engine 230 is configured to convert/transform theunstructured data to structured data. Specifically, through parsing theunstructured data to identify keywords and the like, the operationsmanagement engine 230 is configured to identify tasks including actions,queries, feedback or the like for the computer-mediated communicationchannels. Task data is communicated to the user/poster via thecomputer-mediated communication channels and, in response to theuser/poster replying to the tasks, task response data, in a structuredformat is communicated back to the operations management engine 230. Inother embodiments of the invention, such as shown in FIG. 9, theoperations management engine 130 is configured to parsing theunstructured data to identify keywords and the like, the operationsmanagement engine 230 is configured to identify the requisite casetype(s) and determine the case type-specific structured workflows. Insuch embodiments of the invention, notification/feedback as the casebeing created may be provided to the user/poster via the one or morecomputer-mediated communication channels 310. In addition, theoperations management engine 230 provides for end-to-end case lifecyclevisibility, via the computer-mediated communication channels. to theuser/poster of the case as it is being processed/resolved.

Referring to FIG. 10 a schematic diagram is shown of a use pattern forcreating content, in which summaries are published to computer-mediatedcommunication channels 310, in accordance with embodiments of thepresent invention. The user 112 creates a summary, which is associatedwith an individual or a group of individuals within the entity. Bypublishing the summary on one or more computer-mediated communicationchannels the individual or group of individuals gain exposure through asocial presence, exchange of ideas, information and the like. Once thesummary has been created and is received by the operations managementengine 130, a requisite approval process is executed, to ensurecompliance to regulations and internal communication rules/guidelines.In response to approval, a summary publisher job is executed by theoperations management engine 230, which serves to communicate thesummary to the translation engine 230.

The translation engine 230 is configured to translate the summary datainto a generic format that is computer-mediated communicationlistener-agnostic and, in response, post summary details to acomputer-mediated communications listener 300. The computer-mediatedcommunications listener 300 is configured to, via an API, translate thegeneric format to a listener-specific format, and, subsequentlycommunicate details of the summary to one or more designatedcomputer-mediated communications channels 310. In addition, thetranslation engine provides complete security isolation between thecomputer-mediated communication listeners and the operations managementengines. In response to channel users interacting with the summary,summary-related activities may be communicated back to the entity. Forexample, in the event that channel user responds to a summary byrequesting a service (e.g., opening an account or the like) a servicerequest may be generated and sent to an applicable operations managementengine 214, which generates a structured case workflow for the servicerequest (e.g., a case for opening an account or the like). In addition,the operations management engine 230 provides for end-to-end caselifecycle visibility, via the computer-mediated communication channels,to the channel user/summary activity provider as the service request orthe like is being processed/resolved.

Referring to FIG. 11 a schematic diagram is shown of a use pattern forcreated content, in which campaigns are published to computer-mediatedcommunication channels 310, in accordance with embodiments of thepresent invention. The user 112 creates a campaign to gain exposurethrough a social presence, exchange of ideas, and obtain feedback andthe like. Once the campaign has been created and is received by theoperations management engine 230, a requisite approval process isexecuted, to ensure compliance to regulations and internal communicationrules/guidelines. In response to approval, a campaign publisher job isexecuted by the operations management engine 230, which serves tocommunicate the campaign to the translation engine 230.

The translation engine 230 is configured to translate the campaign datainto a generic format that is computer-mediated communicationlistener-agnostic and, in response, post campaign details to acomputer-mediated communications listener 300. The computer-mediatedcommunications listener 300 is configured to, via an API, translate thegeneric format to a listener-specific format, and, subsequentlycommunicate details of the campaign to one or more designatedcomputer-mediated communications channels 310. In addition, thetranslation engine 130 provides complete security isolation between thecomputer-mediated communication listeners 300 and the operationsmanagement engines 230. In response to channel users interacting withthe campaign, campaign-related feedback may be communicated back to theentity.

In this regard, the feedback data may be listened for and mined by thecomputer-mediated communication listeners 300, which, in turn, postsdetails of the feedback to the translation engine 210. The translationengine 210 is configured to translate the feedback data to a genericformat that is operations management engine-agnostic. As previouslydiscussed, the translation engine 210 additionally provides secureisolation between the computer-mediated communication listeners 300 andthe operations management engines 230. The translation engine 210communicates the feedback data to the operations management engine 230,which in turn is configured to update the feedback and/or performrequisite actions based on the feedback (e.g., determine case type andcreate a case type specific structured case).

For example, in the event that channel user responds to a summary byrequesting a service (e.g., opening an account or the like) a servicerequest may be generated and sent to an applicable operations managementengine 214, which generates a structured case workflow for the servicerequest (e.g., a case for opening an account or the like). In addition,the operations management engine 230 provides for end-to-end caselifecycle visibility, via the computer-mediated communication channels,to the channel user user/summary activity provider as the servicerequest or the like is being processed/resolved. In addition, theoperations management engine 230 provides for end-to-end case lifecyclevisibility, via the computer-mediated communication channels, to thechannel user/campaign feedback provider as may be dictated based on thenature of the feedback (e.g., creating a case or the like).

Referring to FIG. 12 a schematic diagram is shown of a use pattern fortargeted content in which a user directly uses a communication mechanismwithin computer-mediated communication channel, such as a messagingservice or the like to request a service (e.g., open an account or thelike) or file compliant, in accordance with embodiments of the presentinvention. The service request or compliant. Which is casetype-specific, is configured to open a direct structured workflow withinthe operations management engine. The user 112 submits a service requestor files a complaint using a social media messaging service or someother communication mechanism.

The computer-mediated communication listener 300 is in communicationwith the various different web-based servers 104 associated with thechannels 310 and listens for and collects/mines data associated with theservice requests and/or complaints (i.e., user messaging inputs). Oncedata related to the service request/compliant is mined by thecomputer-related communication listener 300, web-based server 106 postsa details of the service request/compliant which is received by thetranslation engine 210 of server 50. As previously discussed, thetranslation engine 210 provides an API to integrate any operationsmanagement engine 230 irrespective of its language/configurations to thecomputer-mediated communication listener 300. The translation engine 110provides the further benefit of securely isolating the operationsmanagement engine(s) 230 from the computer-mediated communicationlisteners. Once the structured service data/compliant data has beentranslated to a generic format, the translated data feed of thestructured data is communicated by server 108 to server 110, whichexecutes the operations management engine 230.

The operations management engine 230 is configured to generate astructured case workflow to process the service request or resolve thecompliant. The results of the service request or the compliantresolution is communicated back to the user of the computer-mediatedcommunication channel. The results data may be communicated to thetranslation engine 210, which implements an API to translate the resultdata to a generic format that is computer-mediated communicationlistener-agnostic. The translation engine 210 posts details of theresults to the computer-mediated communication listener 300, whichtranslates the results data from the generic format to alistener-specific format. In response, the computer-mediatedcommunication listener 300 posts resolution/results data to the user viathe same, or in some embodiments a different, messaging service used tosubmit the service request and/or file the complaint. In addition, theoperations management engine 230 provides for end-to-end case lifecyclevisibility, via the computer-mediated communication channels, to thechannel user/as may be dictated based on the nature of the feedback.

Thus, as described above, embodiments of the present invention providefor seamlessly integrating disparate applications, such as channelapplications and off-the-shelf business process management (BPM)services/applications through use of a core process framework thatprovides a vendor/third-party entity-agnostic approach to applicationintegration. The core process framework of the present inventionprovides for various basic or otherwise “core” processes that are sharedamongst applications that are in communication with the framework.Fundamental to the core process framework is the implementation of aheadless BPM and middleware integration patterns that serve to create anopen architecture with reduced dependency on the third-partyentity/vendor providing the BPM service. In this regard, the coreprocess framework of the present invention provides a service platformthat clients (i.e., channel applications) can make servicerequests/calls to, via an integration gateway or the like, to performmultiple different generic BPM engine-related operations. data.

As the phrase is used herein, a processor may be “configured to” performa certain function in a variety of ways, including, for example, byhaving one or more general-purpose circuits perform the function byexecuting particular computer-executable program code embodied incomputer-readable medium, and/or by having one or moreapplication-specific circuits perform the function.

While certain exemplary embodiments have been described and shown in theaccompanying drawings, it is to be understood that such embodiments aremerely illustrative of and not restrictive on the broad invention, andthat this invention not be limited to the specific constructions andarrangements shown and described, since various other changes,combinations, omissions, modifications and substitutions, in addition tothose set forth in the above paragraphs, are possible.

Those skilled in the art may appreciate that various adaptations andmodifications of the just described embodiments can be configuredwithout departing from the scope and spirit of the invention. Therefore,it is to be understood that, within the scope of the appended claims,the invention may be practiced other than as specifically describedherein.

1. An apparatus for integrating channel applications with businessprocess management services, the system comprising: a computing platformdisposed within a distributed communication network and including amemory and at least one processor in communication with the memory; anda core process framework stored in the memory, executable by theprocessor and in communication with a core process engine thatimplements a headless business process management engine API, whereinthe core process framework is configured to: intercept service callsinitiated by channel applications and intended for one of a plurality ofbusiness process management services, and implement the headlessbusiness process management engine API to perform a plurality of genericbusiness process management engine-related operations prior toforwarding the service call to the one of the plurality of businessprocess management services, wherein the generic business processmanagement engine-related operations include service call queuemanagement and service call routing, wherein the headless businessprocess management engine API provides for the plurality of genericbusiness process management engine-related operations to be executedabsent a Graphical User Interface (GUI).
 2. The apparatus of claim 1,wherein the plurality of business process management services areprovided by a corresponding one of a plurality of third-party entitiesand wherein the core process framework is further configured to performthe generic business process management engine-related operations in athird-party entity-agnostic manner.
 3. The apparatus of claim 1, whereinthe core process framework is configured to implement the headlessbusiness process management engine API to perform the plurality ofgeneric business process management engine-related operations, whereinthe business process management engine-related operations includetranslating the service call from a channel application computinglanguage to a computing language that is compatible with the associatedbusiness process management service.
 4. The apparatus of claim 1,wherein the core process framework is configured to implement theheadless business process management engine API to perform the pluralityof generic business process management engine-related operations,wherein the business process management engine-related operationsinclude translating the service call from a channel applicationcomputing language to a computing language that is compatible with auser interface (UI) of the associated business process managementservice.
 5. The apparatus of claim 1, wherein the core process frameworkimplements a plurality of middleware integration patterns to perform thegeneric business process management engine-related operations for theassociated business process management service.
 6. The apparatus ofclaim 5, wherein the core process framework implements the plurality ofmiddleware integration patterns to perform authentication andauthorization.
 7. The apparatus of claim 1, wherein the plurality ofbusiness process management services include at least one of (i) a casemanagement service configured to manage incidents within an enterprisethat are relegated to case status, (ii) a process analytics serviceconfigured to provide analytical data associated with enterpriseprocesses, (iii) a mobile service configured to provide data in a mobileformat for presentation on mobile platforms, and (iv) a social mediaservice configured to communicate with social media listeners to receiveenterprise-specific social media content and provide analytical dataassociated with the social media content.
 8. The apparatus of claim 1,wherein the core process framework is configured to implement theheadless business process management engine API to perform the pluralityof generic business process management engine-related operations,wherein the generic business process management engine-relatedoperations include.
 9. The apparatus of claim 1, wherein the coreprocess framework is configured to provide for standardized errorprocessing and, in response to incurring an error, alert notification.10. The apparatus of claim 1, wherein the core process framework isconfigured to record in a log each action associated with the genericbusiness process management engine-related operations and provideauditing functionality through access to the log.
 11. Acomputer-implemented method for integrating channel applications withbusiness process management services, the method executed by a computingdevice processor and comprising: intercepting, at a core processframework, a service call transmitted from a channel applicationapplication prior to an intended business process management servicereceiving the service call; implementing, at the core process framework,a headless business process management engine application programminginterface (API) to perform a plurality of generic business processmanagement engine-related operations associated with the service call,wherein the generic business process management engine-relatedoperations include service call queue management and service callrouting, and wherein the headless business process management engine APIprovides for the plurality of generic business process managementengine-related operations to be executed absent a Graphical UserInterface (GUI); and in response to performing the plurality of genericbusiness process management engine-related operations, forwarding, bythe core process framework, the service call to the business processmanagement service.
 12. The computer-implemented method of claim 11,wherein the plurality of business process management services areprovided by a corresponding one of a plurality of third-party entitiesand wherein the implementing further comprises implementing the headlessbusiness process management engine API to perform the generic businessprocess management engine-related operations in a third-partyentity-agnostic manner.
 13. The computer-implemented method of claim 11,wherein implementing further comprises implementing, at the core processframework, the headless business process management engine API toperform the plurality of generic business process managementengine-related operations, wherein the generic business processmanagement engine-related operations include translating the servicecall from a channel application computing language to a computinglanguage that is compatible with the associated business processmanagement service.
 14. The computer-implemented method of claim 11,wherein implementing further comprises implementing, at the core processframework, the headless business process management engine API toperform the plurality of generic business process managementengine-related operations, wherein the generic business processmanagement -engine-related operations include translating the servicecall from a channel application computing language to a computinglanguage that is compatible with a user interface (UI) of the associatedbusiness process management service.
 15. The computer-implemented methodof claim 11, wherein implementing further comprises implementing, at thecore process framework, the headless business process management engineAPI to perform the plurality of generic business process managementengine-related operations, wherein the business process managementengine-related operations include implementing a plurality of middlewareintegration patterns to perform business process managementengine-related operations for the associated business process managementservice.
 16. The computer-implemented method of claim 15, whereinimplementing further comprises implementing, at the core processframework, the headless business process management engine API toperform the plurality of generic business process managementengine-related operations, wherein the generic business processmanagement engine-related operations include implementing the pluralityof middleware integration patterns to perform authentication andauthorization.
 17. The computer-implemented method of claim 11, whereinimplementing further comprises implementing, at the core processframework, the headless business process management engine API toperform at least one generic business process management engine-relatedoperation, wherein the business process management engine-relatedoperations include user entitlement.
 18. A computer program productincluding a non-transitory computer-readable medium, thecomputer-readable medium comprising: a first set of codes for causing acomputer to intercept, at a core process framework, a service calltransmitted from a channel application prior to an intended businessprocess management service receiving the service call; a second set ofcodes for causing a computer to implement, at the core processframework, a headless business process management engine applicationprogramming interface (API) to perform a plurality of generic businessprocess management engine-related operations n associated with theservice call, wherein the generic business process managementengine-related operations include service call queue management andservice call routing, and wherein the headless business processmanagement engine API provides for the plurality of generic businessprocess management engine-related operations to be executed absent aGraphical User Interface (GUI); and a third set of codes for causing acomputer to, in response to performing the plurality of generic businessprocess management engine-related operations, forward, by the coreprocess framework, the service call to the business process managementservice.
 19. The computer program product of claim 18, wherein thesecond set of codes is further configured to cause the computer toimplement, at the core process framework, a headless business processmanagement engine API to perform the plurality of generic businessprocess management engine-related operations, wherein the genericbusiness process management engine-related operations include at leastone of (i) translating the service call from a channel applicationcomputing language to a computing language that is compatible with theassociated business process management service, and (ii) authenticationand authorization.
 20. The computer program product of claim 18, whereinthe second set of codes is further configured to cause the computer toimplement, at the core process framework, a headless business processmanagement engine API to perform the plurality of generic businessprocess management engine-related operations, wherein the genericbusiness process management engine-related operations include userentitlement.